Phone calls reach Narvin through Twilio. Once a number is assigned to an agent, every inbound call to it is answered automatically, and outbound campaigns can use the same number.
Before you start
- An agent you have tested in the browser (Getting started)
- Usage credits on your account
- Your business address saved in Business Info — UK numbers need it for regulatory verification
1. Open Telephony
Open Tele (Telephony) in the sidebar. The Workspace telephony screen shows the status of your Twilio account, Elastic SIP trunk and inbound and outbound calling, with recommended next steps if anything needs attention.
2. Set up your phone account
Narvin creates and manages a Twilio account for your business, so there is nothing to configure in Twilio. If the Account & infrastructure tab shows setup has not run, select Provision / sync.
3. Complete UK number verification
UK numbers require a verified business address. If the status shows Incomplete, open Business Info, check your details, save, then return to Telephony and run Provision.
4. Get a number
Under My Numbers you can:
- Purchase a number — search by country, type (Local, Mobile or Toll-Free), area code or digits, add an optional friendly name and buy it in a click
- Enable, disable or release a number you no longer need (a number must be unassigned before you release it)
5. Assign the number to an agent
Select the number and choose the assigned agent. Inbound calls now route to that agent. Each business can have up to three numbers, each assigned to a different agent — for example one per site or department.
6. Test
Call the number from a mobile and a landline. Check that the opening line plays, the agent understands you, and the transcript appears in Logs.
Keeping your existing business number
You do not need to change the number your customers know. Forward calls from it to your Twilio number — all calls, or only when you are busy or do not answer — or port the number to Twilio. Our guide on keeping your existing number explains each option.
Concurrent calls
How many calls can be answered at once depends on your plan: 1 on Free, 3 on Pro, 10 on Growing, or a custom limit. Inbound and outbound calls share the same limit.